Medical Alert FAQ’s


Below are some frequently asked questions about medical alert systems, medical alert service, and medical alarm monitoring. Please take a few moments to look through the questions and if you have a question that is not answered on this page please call us at 1-877-477-6507 and one of our medical alert system specialists will assist you.

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Monitoring FAQ’s

How can I change the information that I originally gave Acadian On Call (e.g., phone numbers, responder list, etc.)?: Simply call customer service toll-free at (877) 477-6507 and give us your new information and we will update your account. You can contact us anytime for customer service issues, technical assistance, or more information regarding your medical alert system, 8am-5pm CST Monday-Friday. After hours calls will be answered the next business day.

What is the average response time after an emergency signal is transmitted?: We achieve a faster response time than industry standards because of our investment in advanced technology and the dedication of our caring, professional emergency dispatchers.

What is the advantage of choosing Acadian On Call medical alert system?: The medical alert system allows you to maintain your independence and gives your loved ones peace of mind in knowing that you are protected with a touch of a button. You are connected with certified emergency medical dispatchers who will be with you throughout the emergency. Acadian On Call opens a two-way voice connection directly to our partnered Underwriters Laboratories (UL) listed and “Five Diamond” certified monitoring centers and allows the user to communicate from virtually anywhere.

How will help get to me if my door is locked?: Different rescue services follow different procedures and in most cases, are allowed to break into your home to help you and are usually not responsible for any damages that occur. Acadian On Call recommends that you purchase a lock box to safely store a key for rescuers. They can be securely attached to your home and can hold a key to your door. Acadian On Call can give emergency personnel the combination to the lockbox while en route to your home. Friends and family can also use the combination to readily get into your home when an emergency arises.

How is your monitoring center certified?: Our partnered monitoring centers are Underwriters Laboratory (UL) listed and “Five Diamond” certified. These agencies certify our monitoring center and ensure that the monitoring center meets stringent requirements through annual inspections.

How do I specify my emergency contacts?: Acadian On Call provides a customized Emergency Care Plan for every subscriber. You can update your plan as often as needed with friends, family, neighbors, doctors, etc. You can call our customer service department to assist you with the customization of your care plan.

Are calls for help answered by live dispatchers?: Yes. Your call for help will always be answered by a trained and certified (EMD) Emergency Medical Dispatcher. Unlike other medical alert companies that simply call an ambulance for you, all of our emergency medical dispatchers are specially qualified to handle medical emergencies such as CPR, the Heimlich maneuver, control of bleeding, and open an airway.

What kind of training do Acadian On Call dispatchers receive?: Our medical alert monitoring center is committed to providing exceptional patient care. All of our dispatchers receive comprehensive emergency medical training. This program is designed to certify our operators as Emergency Medical Dispatchers (EMD). They also receive continuing education courses to maintain their EMD Certification. They can provide life support that can help someone provide CPR, the Heimlich maneuver, control bleeding, open an airway, or deliver a baby.

Who do you call first and is there a limit to how many times I can press the button?: Our emergency medical dispatchers are trained to assess the situation and make fast and accurate decisions. Your customized Emergency Care Plan will outline the people and institutions you want us to contact in the event of an emergency. In most cases, the first call is to the local EMS service. There is no limit on the frequency that you press the button. However, when the alarm is received, your Emergency Care Plan is activated and your call list is contacted.

What happens if I press the pendant but cannot respond? Will you still send help?: Yes. When you press the button on the Acadian On Call medical alert system, we will attempt to establish verbal communication with you. If you are unable to communicate with us for any reason, the emergency medical dispatcher will immediately dispatch emergency services and begin calling the emergency contacts (friends, family, neighbor, etc.) that you specified in your Emergency Care Plan.

Can the medical alert system follow me when I move?: The medical alert system can be easily taken to another location. You must remember to notify Acadian On Call so that we can update your current location and information. Simply call customer service at (877) 477-6507 and let us know what your new address and phone number will be. Your information can be changed as often as needed, at no additional charge.

Once I order, when will I begin receiving service?: Acadian On Call offers same day shipping on medical alert system orders received by 3pm CST. We ship all of our medical alert systems via Fed Ex. We also offer express shipping options. Call Acadian On Call today to order at (877) 477-6507. You will begin receiving coverage once the system is received, installed, and tested. Ordering is fast and takes less than 10 minutes. Representatives are standing by to answer all of your questions.

Who will know that I have an emergency?: Depending upon the situation and your condition, anyone on your Emergency Care Plan can be notified of your emergency. However, if your condition is not life-threatening, we can take instructions from you and notify those that you wish to be notified.

What type of information does your emergency medical dispatcher have access to?: Our dispatchers only have information you provide, such as your address, best route to your home, medical response agencies, your contact list and any hidden key / lock box information. The information that you provide enables Acadian On Call dispatchers to contact the appropriate people and agencies in a timely fashion and to give them pertinent information, especially when every second is critical. Your personal information is completely secure.

Do you offer a Fall Detection Device?: Yes. You can add a Fall Detecting Pendant to any of our medical alert systems.

How does the Fall Detecting Pendant work?: The Fall Detecting Help Buttons are designed to detect sudden falls. When a fall is detected, the button will automatically initiate an emergency call to one of Acadian’s nationwide monitoring centers. For other emergencies, simply press the button on the front of the pendant to summon help.

Are your Fall Detecting Devices waterproof?: Yes.

Equipment FAQ’s

Will the system work if I lose electrical power in my home?: In the event of a power outage, our medical alert systems use a back-up battery, which will operate the system for up to twelve hours. Clients using internet phone service will experience an immediate outage if electrical power is lost.

How does your medical alert system work?: In the event that emergency help is needed, simply press your Acadian On Call medical alert pendant or your base station. The base station automatically calls our Underwriters Laboratories (UL) listed and “Five Diamond” certified monitoring center, where your call for help is answered by an Emergency Medical Dispatcher. Our operators are trained to quickly assess the situation and contact emergency personnel.

What are your Technical Support hours?: The Acadian On Call partnered monitoring centers monitor our medical alarms 24 hours a day, 7 days a week, 365 days a year. You can contact us any time by calling us toll-free at (877) 477-6507 for customer service issues, technical assistance, or more information regarding your medical alert system, 8am-5pm CST Monday-Friday. After hours calls will be answered the next business day.

Does the system work anywhere in the United States?: Yes! Our medical alert coverage area covers the entire country. Our Traditional home medical alert system requires a telephone line with constant power. Our cellular home medical alert system works on the AT&T Cellular Network.

Is the installation of the medical alert system easy?: The Acadian On Call medical alert system is very easy to install and requires no special skills and/or tools. Should you require assistance during the installation process, please call (877) 477-6507 to receive step by step installation instructions and help over the telephone. A “Quick Start Guide” is also enclosed with your medical alert system to provide additional assistance.

What is the range of the medical alert pendant?: The range of the medical alert pendant varies depending on which system is chosen. The Acadian On Call Home systems are designed primarily for use at your residence. The GPS mobile system operates anywhere nationwide where AT&T cellular network is available.

Is my pendant waterproof?: Acadian On Call pendants and wrist style buttons are waterproof and may be worn in accident-prone areas, such as the bath or shower.

I have a rotary phone line will it affect the system?: Our traditional medical alert system will work with either a rotary/pulse or tone telephone line. Our systems ship with a tone setting. Simply tell our customer service representative that you use a rotary/pulse phone so that your system can be configured for you. With the Cellular Home Medical Alarm system, no telephone line is required for service.

What are the minimum system requirements?: All that’s needed for our Traditional System is a home telephone line and power outlet to plug in the base station. For our Cellular System, all that’s needed is a power outlet near the base station and AT&T Cellular Network coverage in your area.

Can your dispatchers listen in over the base station and invade my privacy?: The alarm system only calls our monitoring station when you press the pendant. Our equipment is not designed to initiate a call, it can only respond to a signal from the pendant.

Do I have to do anything special if I have DSL (digital subscriber line) internet service in my home?: All you have to do is notify our medical alert customer service representatives so that we can provide you with a DSL (digital subscriber line) filter at no additional cost.

What system repair/replacement/warranty service is provided with Acadian On Call?: The medical alert system comes with a Lifetime Warranty on parts, labor, and service. As long as you are a subscriber with Acadian On Call, we will provide you with unlimited repair and or replacement services for product defects only. Charges may apply depending on the repair/replacement needed. As soon as you determine that your system isn’t working, call our Customer Service Department at (877) 477-6507 so that we can send your new system as fast as possible, in order to minimize the amount of time you may be left without coverage.

Will my medical alert pendant break if I drop it?: Our medical alert pendant is extremely durable and built to withstand a normal fall. If you do break your pendant, another one can be sent to you (includes a replacement fee and shipping). Simply call our Customer Service Department at (877) 477-6507.

What procedures are used to test the Acadian On Call medical alert system?: The Acadian On Call Medical Alert System base station sends a test monthly to the monitoring centers allowing us the ability to know that your base station is communicating with our monitoring center properly. It is also a good idea for you to test the pendant on a monthly basis.

Billing/Shipping FAQ’s

What happens if I accidentally set off my alarm; are there any fees?: If you should accidentally set off your alarm, that’s okay. Simply tell the dispatcher who speaks to you that it was a false alarm. They will disconnect and no further action will be taken. There are no additional phone charges when using the system. The Acadian On Call medical alert system dials a pre-programmed toll-free number. If for any reason we cannot communicate with you, your Emergency Care Plan will be activated and rescue services will be called. Some rescue agencies do charge additional fees for false alarms.

Is there an activation, set-up, hook-up or installation fee?: You ONLY pay for shipping of the equipment and the monitoring service. Activation fees may apply, to check current pricing click here.

How do I return my Acadian On Call when I no longer require it?: If you decide you do not need the service anymore, simply contact the Acadian On Call Customer Service Department at (877) 477-6507 to cancel the monitoring service. You will have to return the equipment to Acadian On Call in its original box. If you do not have the original packing material the equipment came in, Acadian On Call can ship you the appropriate packing material for $15. Please mail it to:

Acadian On Call
300 Hopkins St.
Lafayette, LA 70501

How long will it take to receive my Acadian On Call system?: Call us at (877) 477-6507 and we will rush your Acadian On Call system to you. All orders placed prior to 3pm CST will be shipped the same day and, based on your location, you will receive it in 1 – 5 business days. We also offer overnight service at a nominal cost.

I want Acadian On Call for my mom and dad, who live together. Do I have to pay two monitoring fees?: There are no additional monitoring fees to have two people monitored in the same home. You will, however, need an additional pendant, wristband, or belt clip for an additional monthly fee.

How do I sign up for Acadian On Call?: Signing up for service is quick and easy. Call our toll-free number: (877) 477-6507. Acadian On Call Customer Service Representatives are available from 8am-5pm CST Monday – Friday to take your calls and answer any questions you may have.

What are the costs and billing options associated with the Acadian On Call medical alert system?: Acadian On Call will bill the customer for monitoring of the medical alert system. For your convenience, payment options include monthly, quarterly or annual plans that can be charged to Visa, MasterCard, Discover, American Express and checks through Automatic Withdrawal (ACH).

Is there a penalty for early cancellation?: No. If for any reason the service is no longer needed, simply call our customer service department at (877) 477-6507 and return all system equipment. Bills are processed on the 5th of each month. If you cancel your service and we do not receive the equipment by the 5th, you will be charged for that month and each month thereafter we do not receive the equipment by the 5th of that month. See our medical alert Refund Policy for more information.

Do I have to pay any additional phone charges when I use the system?: No. You will not incur any phone charges using Acadian On Call medical alert service.

What if I paid on an annual or a quarterly basis and cancel the service before the term expires? How much of a refund will I receive?: You are only responsible for payments for the months you used the service. Acadian On Call will refund you the balance for the unused months. Please see our Refund Policy.

Are there any hidden costs above the monitoring fee?: Acadian On Call’s goal is to make the system and service as affordable as possible, with no additional or hidden costs.

What if I lose or break my equipment?: The medical alert system comes with a Lifetime Warranty on parts, labor and service. For as long as you are a subscriber with Acadian On Call, we will provide you with unlimited repair and/or replacement services for product defects only. Charges may apply depending on the repair/replacement needed. You will have to return the equipment to Acadian On Call. If you do not have the original packing material the equipment came in, Acadian On Call can ship you the appropriate packing material for $15. Please mail it to:

Acadian On Call
300 Hopkins St.
Lafayette, LA 70501

Contract FAQ’s

Other companies have contracts up to 3 years. Does Acadian On Call have these contracts?: No. You can choose to pay monthly, quarterly, or once a year. You can cancel at any time and receive a refund for any full months of service you paid ahead for but did not use.

Do I need to purchase a warranty?: Your equipment is guaranteed as long as you are an Acadian On Call customer. You should avoid any company requiring you to purchase a warranty.

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